SAYAK DUTTA
Major Incident Manager
Bangalore,India
Summary
Customer facing Incident Manager, driving for results through listening and understanding business and technology needs, critical thinking, and always searching for continuous improvement.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Account Service Operations Sr. Analyst (Major Incident Manager)
NTT Data Services
Bangalore, Karnataka
10.2017 - Current
- Driving an incident to resolution through support engagement utilizing paging system and/or available on call schedules.
- Documenting the key actions and events throughout the incident bridge/conference call.
- Notifications to senior leadership of the current status and impact through management or business communication.
- Post incident documentation to assist Problem Management in root cause analysis.
- Ensuring proper escalation procedures are followed and correct technical/support teams are engaged.
- Facilitating peer to peer conference calls calls between technical teams on non-significant incidents and escalating if the impact increases.
Senior Helpdesk Associate (Incident Co-Ordinator)
Dell Technologies
Bangalore, Karnataka
10.2012 - 09.2017
- Working on incidents and requests logged in the service desk
- As a Major Incident coordinator, the primary responsibility was to take care of any priority incidents reported and get a resolution / workaround with minimal impact to the business
- Responsible for handling the Major and Escalated incidents
- Sending out periodical communications to business owners and other stakeholders notifying them of the status of any major incident
- Co-ordinate the communications between End users, Resolver Groups and client-end Incident Management team
- Apart from handling major incidents, I was also responsible for delivering timely resolutions on normal priority incidents which are escalated by end-users via client s Service Delivery Management team
- Attended few CAB meetings on behalf of the MIM team providing suggestion about the probable impacted business areas & what situation would arise if the change fails
- Reporting and analyzing ageing major incidents and escalated incidents for clarity on delay in resolutions
- Analyzing incident trend for issues caused by common cause and co-ordinate with service provider for better understanding of the issue and help them in delivering a faster resolution
- Apart from this have mentored new joiners to the team regarding the process and applications used at the desk
- Have monitored their performances and provided feedback to the as required
- Assisted Tech Leads in providing support for new team members while on calls
- Have taken care of the onsite dispatch, hardware replacement and arranging onsite engineer visit.
Senior Associate
WIPRO Limited
Kolkata, West Bengal
12.2009 - 09.2012
- Assisting US and Canadian customers with Technical support
- Handling hardware and software issues their HP products
- Working on home network issues related to their HP products
- Giving floor support to new hires.
Customer Service Representative
HTMT Global Solutions
Durgapur, West Bengal
05.2008 - 11.2009
- Assisting all customers in the region with their queries and complains
- Taking escalations from customer end
- Worked as acting team leader and trainer.
Education
Bachelor’s - Accounting
Durgapur Government College
05.2005 - 04.2008
High school or equivalent - undefined
Bidhan Chandra Institution
05.2003 - 04.2004
Skills
Service Desk Management
Technical Support
Effective Communication
Team Player
Problem Management
Change Management
Accomplishments
- Collaborated with team of 8 in developing the Incident Management procedure in the organization.
- Managed the work schedule for the other incident managers and coordinators across the week ensuring full support for any potential business disruptions.
- Collaborated with release management during the weekend release or patching activity to ensure smooth completion and proper application sanity.
Timeline
Account Service Operations Sr. Analyst (Major Incident Manager)
NTT Data Services
10.2017 - Current
Senior Helpdesk Associate (Incident Co-Ordinator)
Dell Technologies
10.2012 - 09.2017
Senior Associate
WIPRO Limited
12.2009 - 09.2012
Customer Service Representative
HTMT Global Solutions
05.2008 - 11.2009
Bachelor’s - Accounting
Durgapur Government College
05.2005 - 04.2008
High school or equivalent - undefined
Bidhan Chandra Institution
05.2003 - 04.2004